Cisco Unified Communications Manager (CallManager)

Document ID: 109369

PDF Downloads Unified CallManager 5.x/6.x/7.x: Issues with Corporate Directory Lookup

Introduction

This document describes how to repair issues with the Corporate Directory Lookup caused in Cisco Unified Communication Manager (CallManager) 5.x, 6.x, 7.x, and 8.x.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco Unified Communication Manager 5.x

• Cisco Unified Communication Manager 6.x

• Cisco Unified Communication Manager 7.x

• Cisco Unified Communication Manager 8.x

Components Used

The information in this document is based on these software and hardware versions:

• Cisco Unified Communication Manager 5.x

• Cisco Unified Communication Manager 6.x

• Cisco Unified Communication Manager 7.x

• Cisco Unified Communication Manager 8.x

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Call Fails when Dialing from the Corporate Directory

Problem

After the upgrade to the Cisco Unified Communication Manager 5.x, the Corporate Directory does not work. With Cisco CallManager 5.x, when the IP phone dials from the Corporate Directory and the Corporate Directory is configured to dial with a plus sign, the call fails with a fast busy tone.

In order to resolve this issue, try either of these solutions:

• Solution 1: Directory Lookup Dial Rule

• Solution 2: Upgrade the IP Phone Firmware or Edit the Directory Dial Rule

Solution 1: Directory Lookup Dial Rule

Logon to the Cisco CallManager Administration page.

1. Go to Call Routing > Directory Lookup Dial Rule.

   

2. Add a new rule with these values:

   • Number Begins With = + (plus sign)

   • Total Digits to be Removed = 1

   

3. Save the new Directory Lookup Dial Rule, and test if it works correctly.

Solution 2: Upgrade the IP Phone Firmware or Edit the Directory Dial Rule

If the call fails when the phone dials a number with a non-dialable character, such as - ( ) [], the IP phone firmware cannot support non-dialable characters. In order to resolve this issue, you must upgrade the IP phone firmware or edit the Directory Dial Rule so that non-dialable characters do not appear.

IP Phone 7941 Does not use the Directory Field for External Data Locations

Problem

By default, the Enterprise Parameter called Services Provisioning is set to Internal. With this setting, the Cisco 79xx IP phones do not see the option for the external Corporate Directory. You need to set this to External URL to get the external Corporate Directory.

When the Services Provisioning field is set to External URL, the 79xx phones see the option for the external Corporate Directory when hitting the "Directories" button, but it does not show that. The Directory options do not come up when the Directories button is clicked.

Solution

In order to resolve this issue, follow these instructions:

1. Set Services Provisioning to BOTH.

2. Disable the Corporate Directory from the services page: Device > Device Setting > Phone Services > Directory.

Error: Cisco PD Error Press button Directories twice

Problem

After the PIN is reset, you are unable to access the personal directory through the phone, and you receive this error message: Cisco PD Error Press button Directories twice.

Solution

Complete these steps in order to resolve this error:

1. Create a new IP phone service:

   1. Go to Device > Device Settings > Phone Services, and click Add New.

   2. Provide a service URL (such as http://server-name-or-ipaddr:8080/ccmpd/pdCheckLogin.do?name=#DEVICENAME#).

   3. Check the Enable check box, and uncheck the Enterprise Subscription check box.

   4. Click Save.

2. Subscribe to the service:

   1. Go to Device > Phone, and choose the phone on which you received the error message.

   2. Go to Related Links, and choose the Subscribe/Unsubscribe Services option.

   3. Click Go.

   4. Choose the service created in step 1, and subscribe to it.

   5. Click Save.

3. Go to System > Service Parameter, and select the server.

4. Choose Cisco Tftp (Active), and click Advanced.

5. Set the Enable Caching of Constant and Bin Files at Startup option to False, and choose the Build All option in Build CNF Files parameter.

6. Click Save.

7. Go to Cisco Unified Serviceability page, choose Tools > Control Centre- Feature Services, and select the server.

8. Choose Cisco Tftp, and restart it.

9. In the CUCM Administration page, go to Device > Device Settings > Phone Services, and select the service created in step 1.

10. Click Update Subscription, and then reset the Cisco IP Phone.

Also, refer to CSCsl95467 (registered customers only) .

Error: Contact administrator

Problem

You receive this error message when you try to access the Personal or Corporate Directory from a Cisco IP Phone:

Error:Contact administrator

Solution

In order to resolve this issue, verify that domain-suffix in the DHCP is correctly configured as the phones receives DNS server IP address and DNS suffix from their DHCP server.

Error: Host Not Found

Problem

After you upgrade CUCM to version 8.x, some Cisco IP Phones display the host not found error when trying to access the Corporate Directory.

Solution

• As a workaround, remove the Secure URL entry for Directory URL under the Enterprise Parameters.

• Make sure that the firewall settings are not blocking access.

• Restart the Cisco Trust Verification Service.

• If the show itl command displays the Verification of the ITL file failed. Error parsing the ITL File error message, regenerate the TVS certificate from the CUCM OS Administration Page. For information on regenerating the TVS certificate, refer to the Security section of the Cisco Unified Communications Operating System Administration Guide.

• Make sure to add the domain name to the DNS server configuration for the IP phones.

7936 IP Phone Unable to Use Corporate Directory

The Cisco 7936 IP Phone cannot use corporate directory if accept-language is not specified. This issue is documented by Cisco bug ID CSCtx25150 (registered customers only) .

Solution

As a workaround, manually configure this directory URL on the 7936 IP Phone:

http://x.x.x.x:8080/ccmcip/xmldirectory.jsp?locale=English_United_States

where x.x.x.x is the IP address or hostname of your CUCM used for directory services.

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